"Trauma Team the Best"

About: Royal Perth Hospital

(as the patient),

I was taken to the Royal Perth after an accident where a car hit me while I was cycling up in the hills.

After spending some time at the Emergency Department, I was moved to the Trauma Unit.

During this period, I was assisted by 4 different nurses (due to different shifts), and I could not ask for a better service. I wish I could remember their names.

They were absolutely fabulous. Careful, thoughtful, they would make sure that I would feel comfortable regardless of the situation. Even the other staff members were super great, the cleaner and the gentleman serving food.

It was a very traumatic experience for me (I truly thought I would never walk again), but the very professional and kind treatment I received from the nurses definitely helped me to keep calm, and I knew that regardless of what would happen, I would be in good hands.

However, I wasn't really happy with the treatment I received from some of the doctors. Some of them would approach me, treat me like was nothing, and leave the room. Not even a freaking good morning. I do understand they are flat out, but a bit of compassion is not asking much, is it?

Once again, the nursing team completely understood the situation, and even when I was super frustrated, they would calm me down, and provide me with as much info as they could possibly find.

Nurse team = 11/10

Doctors team (some of them) = 5/10

Hopefully this can be used effectively so the service can be improved, and not be looked at as a normal "whinge".

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Responses

Response from Aresh Anwar, Executive Director, Royal Perth Bentley Hospital Group We are preparing to make a change

picture of Aresh Anwar

Dear ThatRabbit87,

Thank you very much for your feedback about the State Trauma Service at Royal Perth Hospital. I know that whilst staff appreciate your balanced views, they also acknowledge that your experience with the communication of some, fell significantly short of expectation. I think you are being kind in your interpretation of events. You are quite correct, they are a busy team but they also quite rightly set very high standards and are looking to address the shortfall you have highlighted.

The Director of State Trauma has already shared this concern with his team and as a group they are looking at how they provide support for those clinicians where communication is felt to have room for improvement

In fact, we, as an organisation, are examining how we can continue to improve our communication with patients, for as you will be aware, this is one of the most common themes for dissatisfaction.

Thank you for taking the time to comment, it’s greatly appreciated.

Dr Aresh Anwar

Executive Director

Royal Perth Bentley Group

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Response from Aresh Anwar, Executive Director, Royal Perth Bentley Hospital Group We have made a change

picture of Aresh Anwar

Dear ThatRabbit87,

I now have the opportunity to get back to you with an update to the strategies we’re putting in place to improve the communications between our clinical staff. Critical to this working as you highlight is not only the information that is communicated, but the manner in how it is given, and this is being looked at by the medical director of the State Trauma Unit.

Some of the changes with this that have taken place also relate to improvements in how our teams of clinical staff: doctors, nurses, physios etc work with each other, and then better communicate this to our patients. So that the way care is now discussed, planned and performed charges each member of the team with clear roles; including the provision of appropriate communications with patients for each step of their stay with us.

I hope you are recovering well, and please know that your feedback to us here reinforces our work towards to improving the way our staff approach patients.

Yours sincerely

Dr Aresh Anwar

Executive Director

Royal Perth Bentley Group

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